To resolve a case using Solution Advisor:
- Login and select
Update case from the menu. Enter the
ID of the previous case, or click the
Representative Lookup button to locate an existing case associated with that representative.
- On the
Case page, scroll down to the
Solutions Considered for this Case section. Click the
Solution Advisor button. Solution Advisor opens with the summary listed as the primary search text.
- Select
Case and
Solution as the search options. Expand the
Solution Libraries section to take a look at the contents of the search. You can deselect any libraries that do not pertain to your search.
- Your search return shows a list of solutions ranked by their applicability to the summary. Select as many solutions as you think are appropriate to the problem, and then click the
Attempt Selected Solutions button.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003
All rights reserved.
Created: amq 02/07/2003
